Brand Behaviour Management

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Learning Objectives
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Learning Objectives

The Manager and Trainer should work towards achieving the below learning objectives during the on-top training & practice-on-shift culminating in a passed validation.

Learning Objectives: Lead by example, and follow up on Juicer's behaviour in accordance with our Brand Behaivour principles on daily basis

1. Lead by Example → Show up with energy, respect, and top-tier behaviour—your actions set the standard!
2. Follow Up on Juicer Performance → Observe, guide, and keep guest interactions sharp all shift long. Feedback = growth!
3. Utilize the Brand Behaviour Guide → Use structured coaching to fine-tune guest experience—no guesswork, only practical results!
4. Encourage Authenticity Within Guidelines → Be real, be engaging—but always within brand standards. Personal touch + consistency = Brand Behaviour!
5. Reinforce Positive Behaviour → Celebrate great experiences, correct small slips immediately. Keep the standards high, every shift!

Introduction

Brand Behaviour is our fundamental tool to deliver a great guest experience to every guest. The Manager has been chosen for a reason; because they were a good performing Juicer which includes great practical Brand Behaviour in the store. At this stage, it’s not only enough for the Manager to perform the Brand Behaviour principles themselves. They need to manage the daily team and follow up on their behaviour towards our guests. While the Manager must “show the way”, and ensure all guests receive an amazing guest experience through “Lead by Example” the key tool for the Manager is to follow up on the team’s daily performance within Brand Behaviour.

How to follow up on Brand Behaviour

As taught in the Juicer training, Brand Behaviour has no perfect recipe. We believe that the best behavioural outcome is achieved when the Juicers are being themselves! However, we must remember that we’re running a business that is solely based on the experience we offer our guests. This means that we still have some guidelines for how a Juicer should behave when interacting with the guest.

In the sheet below, all the basic principles are listed up in the correct sequence of a guest visit. This sheet can be used to follow up on the Juicer’s behaviour. The two roles in the bar that will naturally have most contact with the guests are the Till Captain and the Send Out Captain, however, most Juicers will have some sort of contact with the guest even though you are making sandwiches - everyone can perform Brand Behaviour!

Use the below sheet as guidance in what to look for when following up on the team’s daily Brand Behaviour. On the second page, there is a short explanation of why the principle is important for the guest experience. These bullet pointers can be used to explain the Juicer the importance of performing the principles.

Below the sheet, there is a print out version of the 2-pager. Print it out and use it on a daily basis in the store, whether you actively show the page or just follow up on the team’s behaviour orally in your own way. The most important thing is to inspire the Juicers to be the best version of themselves performing the principles by following up when something perhaps could have been done differently. It is then equally as important to acknowledge good behaviour orally to the team, every time! Good behaviour fosters good behaviour! If we don’t react when a Juicer for example isn’t saying “Welcome” to a guest, we are silently accepting that these will be the standards in the store.

Practical Principles

Why - Explanations

DOWNLOAD PRINT OUT VERSION TO USE IN-STORE

Guest Journey

What are the basics of creating a great guest experience?

Introduction

The guest journey is all the different stages of a typical guest visit where you have the opportunity to perform Brand Behaviour and deliver a great guest experience.
We offer super honest products to be proud of, but we need you to deliver the actual experience for the guest, which ultimately makes them return.

When you have the skills and the confidence to work in the bar, it is time to make the guest feel invited to the unique experience of visiting a Joe & The Juice store. Instead of thinking ‘you work in a cafe where customers enter’ your aim is to make everyone want to return after visiting you.

Before the guest journey begins, always ensure the basics are in order by having a clean and presentable store.

The Guest Journey - Brand Behaviour Stages

All the above stages listed are the common scenarios our guests go through when visiting Joe. Keeping these stages in mind will help you understand the guest perspective and guide you in how to deliver great guest experiences.

Practice learnings objectives: On-shift

Learning objectives in practice:

Monitor & Utilize KPI Reports → Track performance daily—adjust strategies based on the numbers to stay on target.
Support the Till Captain → Empower them to optimize sales, offering guidance and support to hit every target.
Drive Team Engagement → Share targets, motivate actions that align with KPIs, and create an environment of collective achievement.
Create a Motivational Culture → Use healthy competition, rewards, and feedback to keep energy high and performance sharp.
Implement Strategic Follow-Ups → Check progress often, provide real-time support, and evaluate performance to stay on track.
Master the Daily Performance Cycle → Align training and team actions with key times of day—maximize performance at every stage.

Following exercises must be carried out as part of the training:

Execute re-stock
Pre-clean: Stations
Pre-clean: Guest Areas
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Execute re-stock

- Go through the whole bar area and check how much stock of each item there is left compared to the ideal stock list
- Write down a list of all needed items for the bar to be fully restocked for the next day
- Get the items in the stockroom
- Distribute the items to their designated place in the bar
- Restock done
- This should last until the following day’s restock is executed

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Turn on machinery
Open Tech Devices
Carry out cleaning tasks
Setup Guest Area
Start music – [1. Morning]
Distribute cloths and gloves
Disinfect prep area
Check temperatures
Open RiskProof (daily task app)
Start with Food Prep
Make sure the store is presentable and well-functioning for opening
Set-up Display
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Turn on machinery

- Dishwasher
- Sandwich grills
- Coffee station
- Blenders
- Centrifuge
- Fridges and freezers
- Digital menu screens

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Open Tech Devices

- Type in 1x coffee on your employee number
- Check if the order appears on the List
- If it doesn’t, try and reconnect the List
- Check terminals

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Setup Guest Area

- Check yesterday’s cleaning
- Setup whole Customer Area & the Outdoor, so it looks nice and welcoming for the morning guests
- Puff up all pillows and place them neatly

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Disinfect prep area

Apply a few sprays of sanitiser and wipe off with a cloth

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Check temperatures

- Use the pyrometer to check the temperature
- Register temperatures in RiskProof

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Start with Food Prep

- Check remaining prep
- Follow Ideal Prep
- Write down in a list with all needed prep

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Clean dishwashing area
Sweep bar floor
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Finish all remaining prep on the juice station

- Finish all remaining prep
- If a guest enters the store, immediately stop prepping
- Welcome all guests with a smile (1st priority no matter what)

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Clean dishwashing area

- Run all equipment on the dishwasher station through the dishwashing machine
- Place back all clean equipment at their designated places
- Tidy and clean dishwashing area

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Sweep bar floor

Sweep floor thoroughly by asking fellow Juicers to quickly move away

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Start music – [1. Morning]

Control the volume

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Distribute cloths and gloves

- Place 1 cloth next to the espresso machine steamer
- Place 2 cloths at the dishwashing area
- Make sure there is enough gloves until next Shiftchange

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Open RiskProof (daily task app)

- Type-in username and password
- Tick off tasks as they are carried out

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Make sure the store is presentable and well-functioning for opening

- Clean surfaces thoroughly before open
- Ensure all equipment used for prepping is discarded
- Unlock and open doors 5 minutes before opening time

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Set-up Display

Set-up coffee condiments, arrange coffee porcelain cups,  juice display and re-fill Counter Product by following CP guide

Morning Procedures:

1. Ensure the counter display is empty and clean from the previous night's close.

2. Refill the display with the correct amount of defrosted counter products, following the bar's counter display guide. (Remember to use one tray at a time. If one tray of counter products is sold, open a new one.)

3. Defrost cakes for the next morning.

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The store must look open and welcoming
Pre-Close Sandwich station
Pre-Close Juice station
Pre-Close Coffee station
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The store must look open and welcoming

- Keep the doors open
- Focus on the welcome and recognise all guests approaching the store with a hello and a smile

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Pre-Close Sandwich station

- Clean chopping boards with soap and hot water before dishwasher
- Change all canteens
- Wipe off cooling grave with both multipurpose spray and sanitiser
- Deep clean sandwich station countertop
- Wipe off all touch points and surfaces with a cloth and sanitiser

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Pre-Close Juice station

- Close down one blender station
- Clean blender can and jar pad
- Deep clean blender station bottom (sides, bottom, and wire)
- Clean surface underneath blender
- Clean area below juice cups, straws and lids
- Deep clean sneezeguard and all splash guards dividing the workstations
- Change all canteens
- Clean the cooling grave before placing back the canteens
- Deep clean juice station countertop
- Wipe off all touch points and surfaces with a cloth and sanitiser

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Pre-Close Coffee station

- Close all groups except one
- Place the filter basket and shower screen in the large milk pitcher with water and one scoop of Cafiza - Do not fill water level over portafilter handle (black rubber)
- Do not lose the shower screen screw!
- Complete cafiza clean and then flush until the water is clear
- Clean inside the group with the coffee brush. Use a damp cloth to wipe inside in the group to remove any coffee oils
- Rinse all soaking parts with water and reassemble shower screen to group head and basket to portafilter
- Clean milk pitcher rinser grate and all milk pitchers (except one) to keep using before placing in the dishwasher
- Clean milk pitcher area to remove any milk spills
- Deep clean coffee station countertop
- Wipe off all touch points and surfaces with a cloth and sanitiser (incl. the espresso machine display - in between buttons) Do not spray cleaner directly onto espresso machine buttons

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Pre-clean: Stations

- Sweep the floor thoroughly
- Clean facades (fridge and cabinet doors) in whole bar thoroughly with a multipurpose cleaner
- Disinfect all handles

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Pre-clean: Guest Areas

- Wipe off all tables and seating
- Wipe off all trashcans tops
- Sweep the floor thoroughly
- Wipe off Coffee Corner and organise all coffee condiment
- Place back all furniture / plants and other interior elements to its designated place
- Puff up pillows and organise them at their designated place

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Carry out cleaning tasks

- Never let cleaning tasks compromise a guest experience
- Get cleaning tasks done before lunch rush

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Sandwich station
Salad station
Juice station
Coffee station
Close Coffee Grinder
Clean and organise to-go area
Clean the grill area when grills have cooled down
Deep clean all sinks
Clean counter product displays
Clean Customer Area & Toilet
Do EOD count
Till area
Close down dishwasher
Take out trash and cardboard
Sweep the bar floor
Change the last bar bin(s)
Wash bar floor
Double check all equipment is turned on/off correctly
Register RiskProof
Deposit EOD cash
Close store
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Sandwich station

- Turn off the grills
- Wash chopping boards, knives, sandwich scraper, tuna scoop and fork
- Place pesto and tabasco in the sandwich fridge
- Make sure all lids are placed on all canteens in the cooling grave
- Clean all surfaces on the sandwich station
- Double check if all facades are clean
- Close possible open bread bag(s)
- Double check the cleanliness of the whole sandwich station

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Salad station

- Wash measure cups and tongs
- Make sure all lids are placed on all canteens in the cooling grave and ensure to store away the toppings
- Place the lemon juice and pesto in the fridge overnight
- Clean all surfaces on the salad station
- Double check if all facades are clean
- Double check the cleanliness of the whole salad station

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Juice station

- Close down one blender station
- Clean blender can and jar pad
- Deep clean blender station bottom (sides, bottom, and wire)
- Clean surface underneath blender
- Organise blender stations for the morning
- Clean fruit knife and chopping board in hand with soap and hot water
- Disassemble centrifuge: tamper, sieve, steel basket, pulp cover, steel cover
- Deep clean the centrifuge machine using a sponge and multipurpose cleaner and drying off with a clean cloth
- Deep clean sieve with soap and a sponge and rinse it thoroughly with water
- Deep clean steel basket, pulp cover and steel cover with soap, hot water and a sponge and rinse thoroughly with water
- Clean table top surface of centrifuge area and assemble the centrifuge again
- Clean pulp bucket in dishwasher and tie a new bin bag
- Scrub spill can and centrifuge scraper with soap and a brush before placing in dishwasher
- Clean all surfaces on the juice station
- Double check if all facades are clean from pre-clean
- Double check the cleanliness of the whole juice station

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Coffee station

- Close the last coffee group

  • Remove the portafilter from the last groups to be closed down
  • Detach the filter basket from the portafilter
  • Unscrew the shower screen with a stubby screwdriver
  • Remove shower screen and screw- place with the portafilter basket and portafilter in a large milk pitcher. Place one scoop of cafiza cleaner into pitcher- fill with water and leave to soak- Do not fill water level over portafilter handle (black rubber)
  • DON’T LOOSE THE SCREW
  • While the equipment is soaking, do cafiza backflush
  • Take cleaning brush and clean up in group head around seal
  • Remove basket from portafilter and place blind basket in
  • Add 1 spoon of cafiza cleaner to blind basket and place portafilter into group you want to clean
  • Press spiral button and run for 10 seconds then stop
  • Repeat 3 times
  • Remove portafilter and run water until clear
  • Wipe up in group head with a dry cloth to remove any coffee oils
  • Remove soaking portafilter from pitcher and rinse remaining water over drip tray grate and collect the soaking screw, screen and basket
  • Place screw in a grey cup and take shower screen, basket, portafilter and milk pitcher to sink area and rinse thoroughly
  • Reassemble portafilter with basket and place screw into shower screen and put back into group
  • DO NOT OVERTIGHTEN SCREW
  • Place portafilter back into clean group
  • Arrange all Porcelain & to-go cups

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Close Coffee Grinder
  • Close the hopper gate so that no beans can fall into grinding chamber
  • Grind out all coffee left in grinder burr chamber and throw
  • Remove hopper from grinder and place beans into an overnight bag or container
  • Apply steam from machine steam wand to all areas of the hopper
  • Wipe hopper dry with a non abrasive cloth or paper towel
  • Place hopper back on grinder
  • Brush off excess coffee around grinder area and wipe over grinder with dry cloth
  • Turn grinder off

* If store has 2 x grinders repeat this process on both

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Clean and organise to-go area

Clean below all to-go material and organise area for the next day

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Clean the grill area when grills have cooled down

- Brush grills using a steel brush
- Use an empty pesto bottle to blow away any excess breadcrumbs
- Clean grill crumb catchers
- Clean grill area thoroughly: on top, on sides, below and handles wet cloth

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Deep clean all sinks

- Scrub all surfaces of the sinks with a sponge, soap and water
- Pull up sink strainer and remove dirt
- Remove soap and dirt with 5 pieces hand towels
- Wipe off the tap and all surfaces in each sink with a cloth and a sanitiser

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Clean counter product displays

- Waste all remaining counter products using the waste feature on the list
- Clean counter product display tiles and the surface below
- Clean display glass

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Clean Customer Area & Toilet

- Change last trashcans
- Double check and redo toilet pre-clean procedures if needed
- Clean tables in Customer Area if needed
- Stack as many chairs on top of the tables as possible
- Sweep floor if needed
- Wash the floor in whole Customer Area and the toilet walking backwards towards the bar using 2-3 mop heads

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Do EOD count

Close down POS

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Till area

- Move all items away from the till area and clean the tabletop surface with multipurpose cleaner
- Disinfect the area paying attention towards countertop, iPad screens and card terminal number pad

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Close down dishwasher

- Disassemble the dishwasher and press the “empty” button to remove all water from the dishwasher
- Clean the grates and drain filter
- Wipe off the bottom of the dishwasher with a clean cloth
- Turn off the dishwashing machine and assemble the dishwasher again for the morning

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Take out trash and cardboard

Follow procedures according to where your containers are located

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Sweep the bar floor

Sweep the bar floor thoroughly

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Change the last bar bin(s)

Change all the remaining bar bins

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Wash bar floor

- Prepare water and soap
- Pour out the soap mix on the floor and scrub the whole floor thoroughly with the floor scrubber
- Use the floor scraper to move all water and dirt into the drain
- Take five pieces of hand towel/paper roll and remove leftover dirt from the drain
- Use a clean mop head and sweep the entire floor until it is completely shiny

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Double check all equipment is turned on/off correctly

Fridges, freezer, and espresso machine are kept on and that all fridge doors are closed properly

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Register RiskProof

- Register evening and closing procedures on RiskProof
- Sign off the day

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Deposit EOD cash

Deposit money bag in the safe or nearby bank

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Close store

- Turn off the lights
- Lock the doors

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How to videos

Cleaning Tasks

How to handle Cleaning Detergents

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